Vice President of Customer Relationship Management

I. Position Overview
The Vice President of Customer Relationship Management (VP) is a senior management position within an enterprise. The primary responsibility is to formulate customer relationship management (CRM) strategies, coordinate customer resources, customer segmentation, relationship maintenance, and customer loyalty enhancement, driving long-term customer value growth and sustainable business cooperation.
This position typically reports to the Chief Operating Officer (COO) or Chief Customer Officer (CCO), leads the CRM team, and collaborates with sales, marketing, customer service, and business departments to improve the customer management system.
II. Key Responsibilities
1. Customer Relationship Strategy: Develop CRM policies and long-term development plans.
Establish mechanisms for key customer maintenance and relationship development.
2. Customer Portfolio Management: Establish a customer classification, grading, and value assessment system.
Optimize customer resource allocation and key customer management strategies.
3. Key Account Relationship Management: Maintain relationships with important customers and strategic partners.
Participate in key customer communication, business negotiations, and cooperation advancement. 4. Customer Loyalty Management: Develop plans to improve customer retention and long-term partnerships.
Analyze the reasons for customer churn and drive improvement measures.
5. CRM Systems Management: Drive the construction and optimization of the customer relationship management system.
Improve customer data recording, analysis, and information sharing mechanisms.
6. Customer Value Analysis: Analyze customer needs, partnership performance, and business contributions.
Identify potential customer needs and business growth opportunities.
7. Team & Performance Management: Lead the customer relationship management team and set work goals.
Evaluate team performance using metrics such as customer retention rate, satisfaction, and customer value.
III. Qualifications
1. Education: Bachelor's degree or above in Business Administration, Marketing, Finance, or a related field.
MBA or related qualifications in customer relationship management are preferred.
2. Professional Experience:
Over 20 years of experience in customer relations, customer management, or business operations.
Over 5 years of senior management or team leadership experience.
Experience in key account management, CRM system development, and customer retention management.

Skills
CRM, Account Management

Experience
20+ yrs

Work arrangement
Yes